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With Official Company Response

Sears - Incorrect delivery dates after weeks wrong item delivered

When placing my order for a stainless steel self cleaning range, the delivery date was listed as December 20th. I let my tenants know that they would have a new working stove on that date. On the 20th I check with them only to find out there was no delivery. I contact Sears and they tell me that they did not have the item from the warehouse and I would receive an email, delivery would be on December 26th. When they came on the 26th they could not find the gas shut off valve so they would not deliver, as they could not disconnect the old stove. I called them within 15 minutes of leaving with the information on the valve location and was told they had to reschedule for January 2nd. January 2nd came and I check with the tenants to find out that they delivered a range, dropped it in the kitchen in front of the other range and left. The range they brought was the incorrect range, white basic model not self cleaning, not clock, and dented. Upon calling customer service once again and speaking with a manager (they all read off a script) they tell me they do not disconnect gas stoves. If this was the case then why didn't leave the stove on the first delivery. They have no answer but, will document to eliminate future problems. They will not remove the stove they delivered and bring the correct one (maybe) until January 10th. There is no concern to correct their mistake, I am supposed to leave the wrong range sitting in the kitchen, in front of the old range for 8 more days. Nothing you say, can get them to handle the situation.
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1 comment
SearsCares
Sears Response
#767318

Anonymous468166,

I saw your comment today and wanted to reach out to you to offer our assistance. My name is Kurt and I am a member of the Sears Cares Escalations team. We are sorry to hear about you had an unsatisfactory experience with the recent purchase of your range. We can truly understand how frustrating it can be to receive the wrong item and then have to wait an extended period of time before you receive the correct item that you had hoped to receive. We would like the opportunity to speak with you to ensure this matter is addressed and hopefully restore your faith in Sears. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that you have been assigned to reference your post (Anonymous468166), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Kurt M.

Social Media Moderator

Sears Social Media Support

Review
#468166 Review #468166 is a subjective opinion of poster.
Service
Sears Delivery Service
With Official Company Response

Sears in Savannah, Georgia - Only received partial shipment

Sears owes me one "00939118000P". I placed my order on Black friday #600556159 and have yet to receive one part. Upon opening my item I realized there had been a mistake. I used sears.com to find no way of reporting a problem. Finally I sent an email to customer service. Then did a chat session with CS India. Fun. They assured me I would here something in 2 days. %days later nothing. Then I call customer service which I can't understand. Do you "sears" think that outsourcing is the best way to provide customer service to the U.S. ??? The mess up is easy to identify if two items combined weight equals almost a hundred pounds and I receive one item that weighs 54lbs then one item is missing. Sears ***'t that as order received. What? The box says 1 of 1 items. it should be 1 of 2 items. Or two of two items. My totla order weight should have been close to 100lbs not 54lbs. Customer service keeps saying the are tracking it. You can' t track an item that you didn't ship. Come on people. Elementary math. Pull up the shipping invoice. What does the weight say? what should the weight be? Ta dahhhhh! Something is not adding up. What could it be? This is unbelievable. Really? Ok so now I finally get two different Americans. Beth #251095 and Shana #402312. They promise an email in 2 more days. Wow! So my question is this… "Sears" Do you really not care??? Now dealing with Executive offices 1-888-572-8119 Raqueal ext.# 20 but still no where. No return phone call or email.
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3 comments
Anonymous
#807583

Another good reason why we stopped shopping at Sears. They lost a sale due to the fact the manager refused to wave the $50 delivery fee on an appliance we were looking at.

We found the exact same thing at Home Depot and not only did they give us free shipping, but a huge discount after we explained how ignorant Sears employees were, not to mention they had no idea what products they were selling.

They kept looking up our questions online. I could do that too.

Mike_mn
#807580

Whatever happened? Did you get the correct items, and missing ones?

Are you supreised it was the worng item, AND, the rest are not delivered?

If they siimply responded that they were out of stock, you would have canceled the order and went elsewhere.

By sending you only 1 item, and the wrong item, they have your money!

I stay away from Black Friday online ordering. and never buy online ship to store!

SearsCares
Sears Response
#767315

ajwaldrop5564,

We apologize for the lack of direct contact with your case manager. We will forward this post to their attention.

Thank you,

Kurt M.

Social Media Moderator

Sears Social Media Support

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Review
#468159 Review #468159 is a subjective opinion of poster.
Service
Sears Shipping Service
Loss
$150
With Official Company Response

Sears in Cicero, Illinois - Requested Regional &/or District Mgr. to call countless times. No call

RUN FROM SEARS!! TERRIBLE CUSTOMER SERVICE!! They do the delay, delay, delay tactic, telling you that you will be contacted within 24-48 hours, over & over & OVER AGAIN. No call back!! The whole experience from start to finish was exasperating. I had all this bad experience (Too long & detailed to go into)in 2 states with them, just to make a purchase. PLUS the refrigerator (A Kenmore of course) makes more noise than any old refrigerator I ever had!! IF SEARS EXECUTIVES WONDER WHY SEARS HAS TAKEN A DIVE IN SALES, THEY MAY WANT TO READ & LISTEN TO IT'S VERY OWN CUSTOMERS! I spoke to the Oakbrook general manager in person, 2 days after my purchase. Said he would call in 24-48 hours. Never called. Even after I then started calling everyday! I then requested the regional & distr. mgrs to call, SAME STORY! This has been going on 7 weeks now. DO NOT buy from SEARS!!
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3 comments
LTCC
#769542

And the outcome with Kurt was? Betting nothing.....please enlighten us.

Anonymous
#769534

Dear SEARSCARES I see you are trying to do damage control but we are on to you.I really doubt your team has helped anyone on this site or all the other sites i have seen where people write the truth about you we are on to you and will spend our money elsewhere somewhere we can trust not you and by the way your fake warrinties that you sell are gonna get you in trouble because we are on to that to.and Kurt sears will fire you with out cause someday there are many lawsuits going on right now you might want to seek better employment.

SearsCares
Sears Response
#767307

Anonymous468038,

I saw your comment today and wanted to reach out to you to offer our assistance. My name is Kurt and I am a member of the Sears Cares Escalations team. We are sorry to hear about your recent experience with your refrigerator and the level of customer service that you experienced. We can truly understand how frustrating it can be to have a new appliance not meet your expectations and then not to receive the assistance needed to resolve your concerns.. We would like the opportunity to speak with you to ensure this matter is addressed and hopefully restore your faith in Sears. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that you have been assigned to reference your post (Anonymous468038), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Kurt M.

Social Media Moderator

Sears Social Media Support

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Review
#468038 Review #468038 is a subjective opinion of poster.
Service
Sears Manager

Sears in Glendale Heights, Illinois - Never kept extended payments promise but charged my bank card.

I bought a new furnace in November 2013 and it costs 2,530. The sales person offered extended payment option with Sears Home Improvement card which I signed for but the sales rep asked for a credit card guarantee. Instead of charging the Sears Home Improvement card with extended payments, the full amount was charged to my bank card. I called my bank card, who asked me to contact only Sears. I called the Sears number found at the back of my Sears card which was answered by Citi bank, who told me that they can not help. When I called corporate office at 18002225030 ext 4800, I was asked to call credit dept. They asked me to contact District office at 7084783146, which I called and I was transferred to different sections, took the information and promised to reverse charges on my bank card and recharge Sears card. All this happened between Nov 20 to Dec 18. Still the charges were not reversed on my bank card. Sears failed to honor their promise for extended payment.
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Review
#467868 Review #467868 is a subjective opinion of poster.
Product
Sears Credit Card
I bought a Wii U and a Kuerig and many other things as Christmas gifts this year. I go there quite a bit and just about everytime, I use coupons. I eventually saved enough points to buy a nook hd free with my points, so I did that. I also used a coupon to get more...
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2 comments
Anonymous
#1328441

It is a scam I received an email that I had 70.00 in shop your way surprise points towards appliances went to redeem them was informed at check out that I only had nine dollars in points redeemable yeah I had 70.00 reward points alright but I had to spend 499.00 to redeem them are you kidding me what kind of a rip off is this . They can keep their reward points and put them where the sun don't shine it's all a scam to get you to put money in there pockets.

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Review
#467808 Review #467808 is a subjective opinion of poster.
Product
Sears Coupon
With Official Company Response
Sears - WORST Customer SErvice Experience- EVER!!!  Kenmore Elite Dishwasher
My parents purchased a Kenmore Elite dishwasher for me last Christmas. A couple of weeks ago a small rubber fitting blew out. I called 1-888-Kenmore to see about getting a new piece. I was told to get that piece I would have to purchase the entire pump assembly for...
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3 comments
SearsCares
Sears Response
#766444

SarahB2013,

We apologize for the troubles you’ve experienced with your dishwasher service. My name is David with our Sears Social Media Support team. We see you are working with one of our case managers. We will make sure to forward your post to you case manager’s attention.

Thanks,

David W.

Social Media Moderator

Sears Social Media Support

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Review
#467685 Review #467685 is a subjective opinion of poster.
Loss
$650
Tags
  • Kenmore Customer Service
With Official Company Response

Sears in Birmingham, Alabama - Dishwasher defective

My new Kenmore Elite dishwasher melted a few months after installed last fall. A part also had to be replaced along with the insides. Now it doesn't even turn on. The warranty expired Oct. 6, 2013. They want $250 just for a service call. I guess I'll buy a new dishwasher but not from SEARS! NO MORE SEARS appliances!! I purchased all Kenmore ones a year ago and had trouble with the refrigerator ice maker too! It had to be replaced. I have contacted Sears Customer Service by phone and by email with no response! I tell everyone NOT to purchase SEARS!!
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2 comments
Anonymous
#808056

You are given the opportunity to extend the store warranty after the warranty is coming due. That's how much it costs to have someone come out and get your appliances repaired.

For that much, you can add a few more hundred dollars and buy a brand new dishwasher.

Sears sucks. No wonder they're shutting doors everywhere.

SearsCares
Sears Response
#766449

Anonymous,

We’re sorry the dishwasher and your customer service experience were below expectations. My name is David with our Sears Social Media Support team. If you would like, we would be happy to have a case manager contact you directly to discuss your experience and assist in addressing any other concerns you may have. If you would like to discuss this situation further, please send the following information to smadvisor@searshc.com – contact number and phone number used at time of purchase. Also please provide this screen name (Anonymous467645) for reference to this issue. Again, we’re sorry for any trouble caused and we hope to talk to you soon.

David W.

Social Media Moderator

Sears Social Media Support

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Review
#467645 Review #467645 is a subjective opinion of poster.
With Official Company Response
On November 15th I used two Sears gift cards I had been given as a reward by my employer. I purchased a chaises lounge and a sectional sofa and paid $255 for premier delivery which was stated as being delivered inside our house. We were supposed to receive the chaisse...
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1 comment
SearsCares
Sears Response
#765922

Anonymous,

I saw your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Cares Escalations team. We thank you for posting about this situation regarding your chaise and sectional sofa purchase. We can truly understand your disappointment and see we have fallen short of your delivery expectations. We would appreciate the opportunity to discuss your experience and address your concerns. At your earliest convenience please send the following information – contact #, case#, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (Anonymous467565), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.

Thank you,

Liz R

Social Media Moderator

Sears Social Media Support

Review
#467565 Review #467565 is a subjective opinion of poster.
Service
Sears Manager
With Official Company Response
Today at 12:05 PM Also left out some names Daniel, Marlo, I think Stephanie, all hung up on me, Bethany, Rebecca promised the reimbursement and replacement washer, Kurt, Gail, Cody, Coletta all in Blue Ribbon office. Cody told me that if I did not accept $40 gift...
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2 comments
SearsCares
Sears Response
#765260

Benitabkg,

We thank you for bringing this matter to our attention. My name is Liz and I am a member of the Sears Cares Escalations team. We certainly can see why you are so frustrated and upset over what has occurred with your washer. We have forwarded your concerns over to your case manager. If you have any questions or concerns, please send the following information – contact #, screen name (benitabkg), phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

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Review
#467098 Review #467098 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$100
With Official Company Response
So I bought the kids a ping pong table from Sears - the price seemed right. Drove the SUV to the store to pick it up - it was huge - too big to fit in the car. So we set up home delivery - for after Christmas. I paid them $69.00 for the service. Biggest mistake ever....
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2 comments
Anonymous
#768672

Don't trust the "Sears doesn't care" team. They will just cause you more frustration and try to give you a 25 dollar gift card to shut you up.

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Review
#466930 Review #466930 is a subjective opinion of poster.
Service
Sears Delivery Service